KickStart: Get your entire company focused on their ‘Triple A’s’ (Appearance, Actions and Attitude) and profits will soar!
Outline
Introduction – Keep Tweaking Your Customer Experience
Hey there, fellow residential service pros! We all strive for happy homeowners, right? That’s why the idea of how to improve customer satisfaction is always top of mind. But what if we told you that some of the most valuable insights for boosting that satisfaction might be hiding in plain sight – in the very moments when a customer isn’t completely thrilled?
This article dives into a powerful (and often overlooked) strategy: using customer complaints not just to fix a problem, but as a real opportunity to “tune up” your entire business and make sure those hiccups happen less and less. Let’s explore how those occasional frustrations can actually be the key to creating a smoother, more reliable, and ultimately more satisfying experience for everyone you serve!
How Can You Improve Customer Satisfaction Every Day?
I admit it. I truly love inventing acronyms for routine daily activities. (This drives Sioux nuts!)🙄 But my staff used abbreviations in my residential services business all the time. For example…
We invented and implemented a PDS (Production Day Sheet), IQC (Immediate Quality Check calls) and an EEB (Employee Efficiency Bonus program), etc. You get the idea, right?
My most important acronym that helped me build a multi-truck, Critical Mass Business? “AAA” as in obsessing over this ‘Triple A’ mantra every day to ‘Service Engineer’ my employee’s interactions with their clients… Appearance, Actions and Attitude
Remember: 80% of how a home owner decides if your company did a good job (and whether they will leave you a 1-star or a 5-star review!) is based on their RELATIONSHIP with your employees involved in their service transaction.
And yes, each part of my ‘Triple A’ will greatly influence how your customer FEELS about your workers and job quality. In turn, these home owner’s emotions will dramatically affect their online reviews which have an immediate impact on your profits!
So, let’s do a quick overview of each ‘A’. (Remember, you must ‘Service Engineer’ each ‘A’ into your employee’s daily routines!)
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Appearance – First Impressions Matter
1. Appearance- Will Rogers’ famously stated, “You never get a second change to make a first impression.” Learn from Will! How your business “appears” to a new (or potential) customer will have a huge effect on how they view your work. (Your front-line worker’s Appearance is especially important.)
Tip to consistently improve customer satisfaction:
A clean uniform, a well-maintained vehicle, and a presentable demeanor instantly build trust and confidence. Conversely, a disheveled appearance can unfortunately set a negative tone before a single tool is even unpacked, potentially undermining your expertise and the quality of your work in their eyes. Don’t let a poor first impression be a hurdle you have to overcome – make sure your business, and especially your team, looks the part right from the start!
Actions – Customers Notice Everything
2. Actions- Every customer subconsciously keeps track of your worker’s positive (or negative) ‘Moments of Truth’ (MOT’s) that are created by their Actions. These MOT’s start with a prospect’s first tentative phone call inquiring about your residential services. Then MOT’s continue to add up (or subtract) as your customer encounters more of your employee’s ‘Actions’.
What happens when you have 100’s of positive MOT’s (Actions) ‘banked’ in your customer’s subconscious? You improve customer satisfaction and that leads to a glowing five-star review! (And let’s not even think about finishing up with a NEGATIVE MOT balance!)😲
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Attitude – Feelings Matter
3. Attitude- John C. Maxwell put it well, “People may hear your words, but they FEEL your attitude.”💖 (Can’t figure out why I capitalized the word “FEEL’? Time to review the ‘80% Principle’ again!) Are you unsure who (or how) to hire? Three little words: “Hire the smile!”👍 HINT: You can train a Very Best Person in everything else!
Tip to consistently boost customer satisfaction:
Anyone can have a bad day. If you you notice one of your team is struggling. Talk about it! Don’t wait for them to dump their frustrations on a customer. Better for them to unload their baggage on you so they can move on and focus on ways to increase customer satisfaction.
So there you have it- our famous ‘Triple A’! A 3-letter acronym that truly has the potential to transform your business… and your life! (I’ll post an in-depth analysis of each “A” in future KickStarts.)
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Summary – Appreciate Customer Complaints
So, as you can see, while no one loves getting a complaint, viewing them through the lens of Rudyard Kipling’s “six honest serving-men” can be a game-changer in your quest to improve customer satisfaction. It’s about digging deep, understanding the root cause, and implementing changes that prevent future issues. By embracing this proactive approach to complaint analysis, you’re not just resolving a single problem; you’re building a stronger, more efficient business that consistently delivers exceptional service and keeps those homeowners smiling. Here’s to turning every bump in the road into an opportunity to shine even brighter!